From "@ Ops in Chat" to Self-Service: 6-Layer Architecture and 4 Landing Phases for Platformizing 20+ Operations
Overview Friday, 4:30 PM. The business chat starts flooding: “@ops help me restart the order service” “@ops this endpoint is erroring, grab me the logs” “@ops is the disk full again? clear it for me” Three requests, three @s. The ops engineer puts down the inspection script they were writing, SSHs in, runs commands, pastes screenshots back to chat, then gets asked “is it done yet?” An afternoon, shattered. This isn’t an edge case—it’s the default mode of ops work in most teams: high-frequency, low-difficulty, heavily manual....